Ops Team Lead - Deal Operations

Role Objective

The Team Lead manages Associates and Senior Associates delivering Google’s Deal Operations, including Order Management Product Fulfillment (OMPF) and Deal Management. The role requires strong people management, workflow expertise, and process governance to ensure SLA adherence, quality, and team productivity.

Key Responsibilities

Operations & SLA Manage day-to-day operations for assigned workflows, ensuring SLA compliance in productivity, resolution, accuracy, and TAT. Drive team huddles, daily governance checks, floor support, and workflow prioritization while acting as process SME.

Quality & Performance Conduct Root Cause Analysis (RCA) discussions for errors, implement corrective actions, and ensure compliance. Maintain accurate reporting on productivity, shrinkage, and performance metrics.

Team Management Lead performance reviews, 1 1 coaching, and engagement. Collaborate with Training, Quality, and Tools teams to improve delivery, and resolve team-level escalations.

Key Deliverables

Achieve SLA compliance for throughput, productivity, timeliness, and team accuracy. Ensure 100% participation in governance forums and RCA loops while improving team engagement and reducing attrition.

Profile & Work Requirements

Profile Graduate with 5–8 years of experience in BPO/KPO, including 2–3 years in team management. Experience in Order Management, Deal Operations, or Contract workflows is preferred.

Work Requirements Work from Virtusa Campus, Hyderabad (Work from Office). 24x7 rotational shifts (every 45 days) with shift allowances and partial transport provided based on region (JAPAC 3 30 AM–12 30 PM, EMEA 12 30 PM–9 30 PM, NAMER 7 30 PM–4 30 AM). Requires flexibility for end-of-quarter volume extensions.